I made the booking through [--]. I stated that I would be arriving late (after 10pm). I arrived at midnight. I was asked to fill in a registration card. The staff were dealing with multiple tasks at the same time, and kept leaving me to go "out the back". Some minutes later, the fire alarm went off and every one of the staff decided they needed to be involved looking at the fire panel. Some few minutes later I had completed my card, then stood waiting while the reception answered phones. I really felt like I was being ignored. I then waited again to get my room key. I was then told that due to reburbishment of some rooms not being completed, that there were no rooms available. Did they really expect the refurbishment to be completed by 10pm, or did they just book the room to someone else since I didn't arrive until midnight?
I was then told that they were trying to find me alternative accommodation at another hotel. I was told no hotels in the area had vacancies, and would have to go to a hotel in Earls Court. It was now 12.30am. A car is called to take me there, then I hear that no, I am not going to Earls Court, I am going to the Shaftesbury Hyde Park Hotel, and a car would be there soon. The car arrived at 12.40am, and then there was confusion about the address. The driver was told... "it's just near Queensway". He insisted on being given the full address (I can understand why!). So, some one hour later I arrived at the alternative hotel.
So, they knew I was arriving late, but did not arrange alternative accommodation BEFORE I arrived. When I did arrive, everything was completely disorganised, it took 45 minutes to sort it out. .
Following this, I emailed the hotel twice to ask for a further explanation, and have so far received no reply. I won't be staying here again.
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